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677 items found

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Dealing With Difficult People

by Tom Keenze

There's no getting around it—sooner or later, you're going to have a client or co-worker who's a little hard to handle. Understanding personality types and catering your style of communication are the keys to managing these difficult people successfully.

The Loyalty Factor

by Tom Keenze

If there's one thing that makes the difference in CRM, it's customer loyalty. If you could buy it, everyone would have it. The tough part is, you're going to have to earn it.

Quality Is King: Deming's Point No. 3

by Tom Keenze

You're not going to have customers to manage if your business isn't providing quality. Here's a quick review of Deming's TQM concept; it's worth a reminder.

Keeping the Faith: Deming's Point No. 4

by Tom Keenze

Days of fickle consumers, high employee turnover and fleeting investors have put the whole idea of loyalty into question. But there's really no question about it--loyalty makes all the difference to your CRM effort.

Getting to the Bottom of CRM

by Mike Bingle

If CRM were as simple as installing software, no one would be talking about it. A successful CRM inititative goes much deeper, to the very heart of your organization. Here's a perspective on what exactly CRM is and how you can get it going.

Deming Point #7: Leadership for a Change

by Tom Keenze

If you've been paying attention, you know that the success of CRM depends on changing the culture of your organization. The only way to do that is through effective leadership--no easy accomplishment. Figure out what it means to be a leader, and then choose the style that works for you and your team.

Deming's Point No. 8: No Fear

by Tom Keenze

Thinking about scaring loyalty into your employees? Think again. What you will most likely end up with are dissatisfied, disloyal employees who are afraid to do anything innovative or productive. Erase the fear if you want to see real results.

Deming Point No. 14: The Final Chapter

by Tom Keenze

When it comes down to the bottom line (or the final chapter), CRM is about transforming your business into a customer-centric enterprise. It's no easy feat, but it can be accomplished if you set yourself up for success.

Be the Order: A Simple CRM Analysis Technique

by Kevin Zelina

While you get caught up in technical and academic aspects of your project, your end users are often lost and confused, leaving a gap just big enough for failure. Here's how to close that gap and make your CRM projects more successful.


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"To generalize is to be an idiot."

- William Blake